Professional Services Manager - Irvine, CA

Seeking a Professional Services Manager to play a pivotal role in the continual development of our innovative platform.  As a PSA, you’ll be communicating with our customers to maintain a high level of customer satisfaction along with managing a team of Project Managers & Consultants.

Responsibilities

  • Oversee implementation and development of projects and ensure customer satisfaction
  • Forecast and prepare reports on financial aspects of future prospects
  • Manage a team of technicians and analysts to ensure the efficiency and completion of projects
  • Work collaboratively with key stakeholders across the organization
  • Maintains active communication with clients to manage expectations, ensures satisfaction, makes sure deadlines are met, and lead change efforts effectively
  • Oversees the efforts of multiple client engagements
  • Work collaboratively with other internal teams: Customer Support, Product Management, and Development, and Sales to see projects through to successful completion
  • Accountable for supervising Implementation Specialists, Trainers, and Project Management within the Professional Services organization to ensure business objectives are met
  • Provide general operations and process guidance to the implementation specialists with gap analysis and process documentation when identified
  • Deliver to and drive efforts to maintain SLAs for incoming professional service requests
  • Analyze, measure and report project performance, through project time tracking, managing the plan vs. actual performance and report this information on a weekly basis to leadership
  • Create and present reports that measure implementation specialist performance, productivity and customer experience
  • Increase KPI’s and drive maximum utilization
  • Manage project managers and consultants to create successful projects and high levels of productivity

Requirements:

  • Bachelor’s Degree required
  • 5+ years of previous experience in IT Professional Services
  • Experienced in driving new business opportunities and positioning services
  • Previous experience leading a team of Project Managers & overseeing projects
  • Ability to work in a fast-paced environment and ability to manage and drive change
  • Ability to independently lead your team to its goals and independently drive customer expectation as required
  • Domestic and international travel may be required
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